Dynamic Call Distribution API
Step 1 – Initial Post
From: CallerRead
To: CallerReady Customer
Format: HTTP Get Type
Post Location: TBD
Fields
| Field Name | Data Type | Format | Required |
| ReferralID | Int | If 0, then the call came in directly and there was no website visitor. | |
| Phone (callerid) | Text (len 10) | XXXXXXXXXX | Y |
| plantype | Text (len 20) | limited values* | Y |
| TrackingGUID | ? | Y | |
| FirstName | text (len 50) | N | |
| LastName | text (len 50) | N | |
| FullName | text (len 100) | N | |
| City | text | N | |
| St | Text (len 2) | N | |
| Zip | int | N |
If hungup or answered a question where we redirected them:
| Field Name | Data Type | Format | Required |
| ReferralID | Int | If 0, then the call came in directly and there was no website visitor. | |
| Phone (callerid) | Text (len 10) | XXXXXXXXXX | Y |
| plantype | Text (len 20) | limited values* | Y |
| TrackingGUID | ? | Y | |
| FirstName | text (len 50) | N | |
| LastName | text (len 50) | N | |
| FullName | text (len 100) | N |
Step 2 – Initial Response
From: CallerReady Customer
To: CallerReady
Format: http post back to CallerReady
http://api.callerready.com/responsecollect.aspx
All fields need to be populated, phone numbers need to be correct, all other data can be dummy data if desired. Please keep in mind, your CallerReady account will be much easier to manage over time if the correct names and email addresses are used. The name is used to name the dynamic group and the email address is used to name CallerReady agent/buyer location that is dynamically created.
- AgentEmailAddresses
- AgentFiveMinApps
- AgentID
- ShowAgentRealID- Use this field to contain a 1 or a 0, where 1 indicates show the agent the lead’s real caller ID, e.g.
- AgentOverrideIVR- Use this field to contain a 1 or a 0, where 1 indicates an immediate connection, e.g. no press 1 required
- AgentNames
- AgentNMLS
- AgentPhones
- AgentTier
- AgentRow
Calling agents will be based on a tier. All agents in a tier are called and once those agent calls are completed the next tier is called
Requirements:
- For each agent/representative there must be an associated AgentTier
- AgentTierdo not have to be sequentially defined
- AnAgentTiermust be completed before the next AgentTieris called
- AgentRow for the order of the LO’s from top to bottom, in the case where tier and order would prioritize the agents
Example additional field.
&AgentRow=1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17
&AgentTier=1,1,3,3,4,4,4,4,4,4,4,4,4,4,4,4,4
Prior to posting to CallerReady please ensure:
- Verify all custom fields exist on the lead
- Verify all fields have the same number of elements (ie, if 5 AgentEmails are included, all the other fields must have 5 fields) in Comma Separated Value format
Data Example
Example format:
http://api.callerready.com/responsecollect.aspx?TrackingGuid=XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX&AgentEmailAddresses=Anthony.Smith@xyz.com,Erin.Jones@xyz.com&
add all remaining fields separated by &
Specifically, the lead is posted with the following fields:
AgentEmailAddresses Anthony.Smith@xyz.com,Erin.Jones@xyz.com
AgentFiveMinApps 1,0
AgentID 328290,328999
AgentNames Anthony Smith,ErinJones
AgentNMLS 848,352
AgentPhones 8885551111,9492651111
AgentTier 1,1
AgentRow 1,2
All the fields are present, and they each have two fields within it. These fields are CSVs. Since this is true, the system upserted the agent information and then proceeded to only call both of them.
Calling agents will be based on a tier. All agents in a tier are called and once those agent calls are completed the next tier is called These tiers are defined as distance from lead, in-state, out of state (potentially more). Each tier must be completed before the next tier can be called.
Requirements:
- For each agent/representative there must be an associated AgentTier
- AgentTierdo not have to be sequentially defined
- A AgentTiermust be completed before the next AgentTieris called
- AgentRow for the order of the agents from top to bottom, in the case where tier and order would prioritize the agents
Example additional field.
&AgentRow=1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17
&AgentTier=1,1,3,3,4,4,4,4,4,4,4,4,4,4,4,4,4
| Field Name | Data Type | Format | Required |
| ReferralID | Int | Y | |
| TrackingGUID | Text (len 36) | Y | |
| Agent1ID | Int | Y | |
| Agent1Group | Int | 1 for first group 2 for second group | Y |
| Agent1Phone | Text (len 10) | XXXXXXXXXX | Y |
| Agent1Press1 | Logical Y/N | 0,1 | Y |
| Agent2ID | Int | Y | |
| Agent2Group | Int | 1 for first group 2 for second group | Y |
| Agent2Phone | Text (len 10) | XXXXXXXXXX | Y |
| Agent2Press1 | Logical Y/N | 0,1 | Y |
| Agent info will repeat faAgent3ID, Agent4ID, etc up to agentN | |||
- If there are no agents, we will respond with a reply of 0 in Agent1ID field, along with null values in the Agen1Group, Agent1Phone, and Agent1Press1 fields.
- If that occurs immediately reply with a message that “your agent is not available right now, please leave a message and we will promptly return your call.”
Step 3 – Call Agents
Process 1 – Call Answered – then reply with following
Post Location – TBD
If call is transferred (posted at end of call):
| Field Name | Data Type | Format | Required |
| ReferralID | Int | Y | |
| TrackingGUID | ? | Y | |
| Agent1ID | Int | Y | |
| MessageLink | URL (len 175) | Call recording | N |
If call is not transferred (posted at end of message):
| Field Name | Data Type | Format | Required |
| ReferralID | Int | Y | |
| TrackingGUID | ? | Y | |
| Agent1ID | Int | 0 if not transferred 999999 if hangup |
Y |
| MessageLink | URL (len 175) | message from caller | N |